Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. Customer First : We prioritize customer satisfaction in every decision. High Quality : True quality means premium materials and rigorous production standards you can feel positive about. Always a Better Deal : Innovation and transparency ensure value for both customers and partners. Social & Environmental Responsibility : We commit to sustainable materials, ethical production, and fair wages. Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency. At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. Senior Customer Experience Specialist — Toronto, Canada We're seeking a Senior Customer Experience Specialist to join our Customer Experience team in Toronto. Collaborate cross-functionally with product, quality, and operations You'll drive measurable impact on customer loyalty, operational health, and team capability while positioning yourself for growth into specialization, leadership, or enablement. Become a trusted category expert and subject matter expert for your assigned product category, serving as the go-to resource for team members, escalations, and complex customer scenarios Own escalated and complex customer cases with intention—handling high-impact, sensitive, or retention-risk issues (product quality, safety escalations, damage claims) with empathy and precision Identify and escalate trends and patterns by monitoring recurring customer feedback, product issues, and friction points;




synthesize insights with supporting evidence for leadership and cross-functional partners Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues;
propose improvements and pilot new approaches that reduce customer effort and team friction Handle health and safety escalations with urgency—investigate product safety concerns, adverse reactions, or quality defects thoroughly and partner with internal stakeholders on documentation and resolution Anticipate and communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound inquiries and build customer trust Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships when information is incomplete or priorities conflict Model exceptional communication across all channels (chat, email, phone, social), setting the standard for clarity, empathy, and precision that reflects Quince's attention to detail and care Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving follow through completely and anticipate customer needs before they escalate Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and know when and how to escalate appropriately Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams) Consumer Packaged Goods (CPG) — Health/safety escalations, ingredient sensitivities, quality concerns,



fast-moving inventory Furniture & Home Goods — Materials knowledge, assembly issues, damage claims, high-value items, logistics complexity Health & Wellness — Product efficacy, adverse reactions, regulatory considerations, sensitive customer needs Impactful work shaping customer loyalty Beautiful products, transparent pricing, and happy customers 31 CAD per hour with tenure based increases ~ Up to $1,300 CAD month performance bonus ~3-week paid training and onboarding ~ Hospital coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more. Pay Range: CAD $31 - CAD $31/hr All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles. 31 - $31 CAD You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike. Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. Quince will conduct background checks in compliance with applicable federal, state, and local laws. Security Advisory: Beware of Frauds Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.

📌 Customer Support Services Representative (Toronto)
🏢 Quince
📍 Toronto